I have a guest who left me low reviews in communication, cleanliness and overall - pretty derogatory towards me personally. The guest never even stayed in my unit. The guest booked a reservation a month prior to his stay at a ski resort (I am not affiliated with it). I gave the guest a heads up and offered him a full refund (1+ months prior to stay) that the resort may or may not be open, his response "we'll take our chances". He called a couple days prior to his first reservation and said he had just talked to the resort and they were not going to open. Then, he proceeded to book a 2nd reservation (keep in mind after he had just talked to the ski resort) to extended his stay for the same week in hopes of the resort opening by then. I had multiple guests interested in the unit this week, but allowed him to book his extension for a significant one time courtesy discount, even though that it not my policy. He then contacted me 20 hours before his 2nd stay was to begin and said he waned a full refund because the resort was not opening. It is unfair to be scored low on cleanliness when the guest never even saw the unit. It is unfair to be scored low on communication, when I responded within 30 minutes of all 50+ messages from the guest, down to outlining what kitchen utensils and knives were in the kitchen. I am gracious host who will bend over backwards to be fair and courteous to ensure that my guests have a great visit! I'm all for honest feedback and reviews, it is critical in our day and age, but my communications were very honest, clear and definetly not malicious in any nature. How can I fix this review?
